Fidelity SecureDrive_ Unable to detect an alert when tracking device is being removed from the car when Hijacked. Saying Its an owners duty to report any alerts and not them

Dear Vehicle owners, if you are looking for a vehicle tracking device, never think about Fidelity SecureDrive. Their response time is very poor and doesn't value effective communication with their clients. I registered my 3 vehicles with them in Dec 2020. Unfortunately, in June 2022 my car was hijacked around 8pm and my driver was kidnapped in the bushes and before 9pm Fidelity SecureDrive tracking devices was detached from my vehicle, Fidelity SecureDrive monitoring team didn't pick anything up.

My drive was left in the bushes up until he decided to escape seeing that he was left alone. he opened a case around 11 to 12 am and started trying to reach out to me to report the incident. However Fidelity SecureDrive says I reported the incident too late and its not they're duty to monitor devices being removed from vehicles. Its my responsibility as the vehicle owner or driver to notify them should there be an incident before they act